Documentation

Unblu 6 (latest)

The Live Agent Monitor allows supervisors to get a live snapshot of what is going on in the system. The page is tiled into four panels:

live agent monitoring

Service status: Displays active Named Areas, language used in those Named Areas, and it displays the capacity for each listed Named Area.

Agent availability: Displays which agents are available, how many current sessions that agent is currently engaged in and how many additional sessions the agent can handle.

Active sessions: Lists all current, active sessions. Scroll right to see how long the session has lasted, so far.

Filtered chat queues: Lists all chat queues, and their language, that have been filtered on the Queue page. This is useful if you want to see which Named Areas/languages are currently most or least active.

To make the column headers wider; hover over the column header and drag.